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Acas Adviser

3 weeks ago

Newcastle upon Tyne, United Kingdom Advisory, Conciliation and Arbitration Service Full time

**Details**:
**Reference number**:

- 409476

**Salary**:

- £28,755 - £29,661
- National - £28,755 - £29,661 - The Civil Service pay remit and Acas pay policy will apply.
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Executive Officer
- 10

**Contract type**:

- Permanent

**Business area**:

- ACAS - Advice and Business Solutions

**Type of role**:

- Conflict Advisers
Contact Centre
Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Part-time

**Number of jobs available**:

- 9

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- We recruit Advisers across Manchester, Glasgow, Newcastle-Upon-Tyne and Nottingham.

Hybrid working arrangements will be available and the balance between home and workplace is to be agreed with the line manager.

Please be aware that this role can only be worked in Great Britain and not overseas.

**About the job**:
**Job summary**:
Are you interested in learning about Employment Law?
Do you enjoy helping people?
Are you interested in working with a diverse range of customers?
Do you want to make a difference to working lives in Great Britain?

If so, the Acas Adviser Role could be perfect for you.

The Acas Helpline is a fast-paced telephone-based advice service and often a customer’s first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from HR professionals with a lot of experience, to employers needing professional advice, through to extremely vulnerable workers at risk of exploitation.

A 10-week comprehensive training programme will be provided therefore no prior Employment Law experience is required.

The Adviser Role:

- ** Delivers impartial employment law**advice** to required standards across relevant channels, tailoring it to individual needs
- ** Deciphers complex information**asks relevant questions to establish the root cause of an issue to ensure appropriate advice is provided
- ** Identifies appropriate options** and communicates clearly next step guidance, tailoring it to individual customer needs
- Referring on to other Acas areas or other government services
- ** Promotes Early Dispute Resolution**utilising appropriate online guidance
- ** Manages conflict**understanding the customer needs and circumstances

**Job description**:
Accountabilities include:

- The effective and efficient delivery of impartial employment law advice through appropriate channels to agreed call quality standards
- Acting independently, impartially, confidentially and with sensitivity always, and in accordance with Acas policies and principles
- Maintaining and developing own knowledge and skills through Continuous Professional Development (CPD)to ensure high-quality advice and service is provided to customers
- Effectively engage in coaching, and other activities to maintain and enhance performance in the role
- Collaborate effectively with colleagues to share knowledge and expertise
- Promoting the benefits of early dispute resolution, influencing callers appropriately
- Identifying appropriate referrals, both to other Acas services and to external organisations such as the enforcement agencies
- Follow schedule requirements through the principles of “right place, right time” to contribute to the effective delivery of a point of demand telephone service
- Promote customer participation in the Customer Survey to contribute to Acas’s organisational understanding of our customers
- Collate accurate data regarding the nature of customer calls

**Person specification**:
**Essential Experience**:

- Strong verbal communication skills
- Providing good customer service
- Good influencing skills
- Ability to understand and manage own emotions, as well as the emotions of others.
- Overcoming challenges and defusing conflict
- Ability to work at pace within a busy environment
- Interpreting information to identify relevant details

**Please come along to our virtual information session.**

You will hear from current Acas staff about working for Acas, the Adviser role and the Advice & Business Solutions Function.

Date: Tuesday 8th July

Time: 1.00pm - 2.00pm

**Please click here to join meeting**

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Making Effective Decisions

**Benefits**:

- Alongside your salary of £28,755, Advisory, Conciliation and Arbitration Service contributes £8,330 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

- Learning and Development;
- Health and wellbeing;
- Pension scheme;
- Cycle to work scheme;
- Interest f